I will stop including horizontal lines in my responses and will avoid tables moving forward to ensure the text is easier for you to copy and paste.
If you would like to customize the formatting, tone, or style of all our future interactions permanently, you can add your specific preferences to ‘Your instructions for Gemini’ here.
Regarding the Customer Service Standards, here is the updated version with simpler formatting:
Lifeline Alarm Systems Ltd is committed to delivering exceptional customer service at every level. These standards are based on the five basic principles of Fairness, Information, Empathy, Control, and Friendliness. They apply to both our External Customers (clients) and Internal Customers (colleagues).
Professionalism: We will greet customers courteously and finish every encounter in a professional way.
Communication: We will keep customers informed of process times, update them on progress, and notify them immediately of any unexpected delays.
Responsiveness: We will respond to website requests within 24 hours during normal business hours.
Respect: We will respect customers’ homes and premises, taking individual preferences into account.
Cooperation: We will interact with colleagues courteously, being considerate and helpful to ensure quality service for the whole team.
Accountability: We will hold ourselves and each other accountable for our service commitment and address inappropriate behavior directly.
No Blame Culture: We resolve issues by discussing problems directly and seeking the best outcome for the company rather than employing a “blame culture.”
Updates: We will touch base with internal customers daily via email or phone regarding ongoing processes.
Telephone & Voice Mail
Answering: We aim to answer within 3–4 rings and identify ourselves immediately.
Transfers: We will obtain the caller’s permission before placing them on hold or transferring them. If transferring, we will provide the caller with the name of the person assisting them.
Environment: We will ensure background noise is kept to a minimum.
Voice Mail: We will respond to messages within 24 hours. Voice mails will be updated when staff are out of the office for a day or longer, providing an alternative contact.
Response Time: We will respond to emails within 24 hours during business hours.
Out of Office: “Out of Office” notifications will be used for absences of a full day or more, indicating a return date and a contact person.
Exceeding Expectations: Our goal is to proactively anticipate and exceed the needs of those we serve.
Office Visits: We show courtesy to all visitors and escort them to the door when they leave.
Style: We remain conscious of our communication style, including tone of voice and eye contact.
Recognition: we make a conscious effort to compliment colleagues when they exceed these standards.
Instead of saying “No” Do Say: “I wish we could help, however…”
Instead of saying “I don’t know” Do Say: “Good question, let me find out for you.”
Instead of saying “You will have to” Do Say: “We need to…”
Instead of saying “That’s not my job” Do Say: “Let me see who is looking after that for you.”
Instead of saying “What’s your problem?” Do Say: “Can you explain the difficulties you are experiencing?”
Instead of saying “Hold on / Hang on” Do Say: “May I place you on hold?”
“Please rest assured that I will…”
“I would be more than happy to assist.”
“I completely understand how you feel.”
“I hope you will give us the opportunity to correct this.”
Absolutely, Certainly, Fantastic, Assure, Definitely, Understood, Excellent, Possible.
January 2025 Lifeline Alarm Systems Ltd
